Citrix 2009 Annual Report Download - page 15

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Technical Services
We provide a portfolio of technical services to our business partners and customers to manage the quality of
implementation, operation and support of our solutions. These services are available for additional fees paid on
an annual or transactional basis.
•Consulting Services help ensure the successful implementation of our solutions. Tested methodologies,
certified professionals and best practices developed from real-world experience allow our consulting
services organization to provide guidance and support to partners and customers to maximize the
effectiveness of their access infrastructure implementations. For pre- and post-sale consulting, Citrix
Consulting, a consulting services organization, provides both exploratory and fee-based consulting
services. These services include on-site systems design and implementation services targeted primarily
at enterprise-level clients with complex IT environments. Citrix Consulting is also responsible for the
development of best practice knowledge that is disseminated to businesses with which we have a
business relationship and end-users through training and written documentation. Leveraging these best
practices enables our integration resellers to provide more complex systems, reach new buyers within
existing customer organizations, and provide more sophisticated system proposals to prospective
customers.
•Technical Support Services accommodate the unique ongoing support needs of customers. Our
technical support services are specifically designed to address the variety of challenges facing access
infrastructure environments. We offer several support-level options, global coverage and personalized
relationship management. Post-sale technical support is offered through Citrix-operated support centers
located in the United States, Ireland, Japan, Hong Kong, Australia, Singapore and India. In most cases,
we provide technical advice to channel distributors and entities with which we have a technology
relationship, who act as the first line of technical assistance for end-users. In some cases, end-users can
also choose from a Citrix-delivered fee-based support program ranging from one-time incident charges
to an enterprise-level support agreement covering multiple sites and servers. In addition, we also
provide free technical advice through online support systems, including our Web-based “Knowledge
Center.”
•Product Training & Certification teaches customers and partners how to optimally utilize our products
and keep their organizations running smoothly. Authorized Citrix training is available when and how
it is needed. Traditional or virtual instructor-led training offerings feature Citrix Certified Instructors
conducting scheduled classes in a classroom or remote setting at one of approximately 260 Citrix
Authorized Learning Centers™, or CALCs, worldwide. CALCs are staffed with instructors that have
been certified by us and teach their students using Citrix-developed courseware. Self-Paced Online
offerings, available to students 24 hours a day, seven days a week, provide technically robust course
content without an instructor and often include hands-on practice via virtual labs. Certifications are
available for administrators, engineers, and architects.
Our SaaS products generally do not require post-sale services except in the case of some corporate contracts
which include integration services at the time of implementation.
Technology
Our products are based on a full range of industry-standard technologies. In addition, certain of our products
are also based on our proprietary technologies.
•Independent Computing Architecture Protocol, or ICA®, consists of server- and client-side technology
that allows graphical user interfaces to be transmitted securely over any network, and displayed on
almost any client device. We offer client-side support for Windows-, Macintosh-, Linux-, Windows
Phone-, iPhone-, and Android-based devices such as PCs, laptops, tablets, thin clients, netbooks and
smartphones. ICA allows applications and desktops to run on a central server enabling centralized
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